About this IT Help Desk Technician role at KACE
Title: IT Help Desk Technician
Location: San Antonio, TX
Schedule: This position is mission critical and essential to the ongoing operations and requires a flexible schedule to support a 24/7/365-day operation.
About MVM, Inc.
Service, Support, Success are the pillars upon which MVM’s founders built the company, and they continue to serve as MVM’s core values. Along with our uncompromising insistence on integrity and ethical business practices, these values make us the service provider of choice for our customers and the employer of choice for our dedicated team members.
Working at MVM, Inc. takes a certain kind of person; we want someone who identifies with our values and is willing to challenge themselves both personally and professionally. We seek employees who are passionate about serving and making a difference in the lives of others.
If you can envision joining a team where you will have the opportunity to provide mission driven results; then we are looking for you!
Job Summary:
The Help Desk Technician serves as the primary point of contact for IT-related inquiries and technical issues across the organization. This role is responsible for receiving, troubleshooting, diagnosing, and resolving hardware, software, network, and system-related problems while providing timely and effective support to end users. The Help Desk Technician delivers comprehensive technical support throughout MVM, Inc., ensuring systems remain operational and aligned with business needs, operational requirements, and contractual obligations. This position plays a critical role in maintaining service continuity, enhancing user productivity, and supporting compliance with company policies and contract requirements.
Essential Functions and Responsibilities:
- Respond effectively to inbound calls, emails, electronic inquiries for technical assistance from employees and/or client’s staff and contractors (users).
- Efficiently trouble-shoot, diagnosis, and resolve technical issues presented by the users, with quality as an objective and be driven to provide effective problem resolution, communication, and transparency throughout the issue.
- When necessary, escalate problems to the Technical Lead, or supervisor based on operational procedures.
- Update relevant documents, documentation, and articles (tickets, SOPs, knowledge-based documents).
- Perform other duties as assigned.
Minimum Qualifications & Skills:
- Possess a bachelor’s degree from an accredited university (an associate degree with two or more years of extra relevant experience may be substituted for a bachelor’s degree, or more than four years of related experience may be substituted for a degree).
- Have at least two years or more of documented experience in a field related to information technology support, system/database development or management, or similar occupational area; and (a minimum of four years of experience is required when an associate’s degree with two or more years of relevant experience is substituted for a bachelor’s degree or 6 years of experience in a related field when four years of experience is substituted for a degree).
- Demonstrate experience applicable to the goals and objectives of this requirement and appropriate for a similar program environment.
- Must be able to lift and carry IT equipment weighing 50 pounds.
- Must be available to participate in an on-call rotation, including weekends, and provide after-hours support to address technical issues and system incidents.
- Experience providing software, hardware, network, and computer user support.
- Working knowledge of Ethernet, TCP/IP, network cabling, wireless, and remote access.
- Working knowledge of MS Windows OS, Office Suite, and antivirus software.
- Strong written and verbal communication skills.
Preferred Qualifications & Skills:
- CompTIA A+, Network+ or Microsoft MCP preferred.
Work Schedule:
- This position is mission critical and essential to the ongoing operations and requires a flexible schedule to support a 24/7/365-day operation.
- Must be available to participate in an on-call rotation, including weekends, and provide after-hours support to address technical issues and system incidents.
Clearance:
- Applicants selected will be subject to a government background investigation and may be required to meet the following conditions of employment.
Security Requirements:
- Must be a U.S. Citizen
- Ability to obtain/maintain a Security Clearance
- Favorable credit Check.
- Successfully pass a background investigation, drug screen.
- May be required to pass or present specific requirements depending on the position (i.e., DOT exam, vaccinations, CPR, flu shot).
Physical Requirements/Working Conditions:
- Standing/Walking/Mobility: Must have mobility to attend meetings with other managers and employees.
- Climbing/Stooping/Kneeling: 0% - 10% of the time.
- Lifting/Pulling/Pushing: 0% - 10% of the time.
- Fine Motor Skills/Dexterity: Must be able to write, type and use a telephone system 100% of the time.
- Sitting: 0% - 10% of the time
This job description reflects management’s assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned. Management may revise duties as necessary without updating this job description.
Due to the high volume of applications received, the Talent Acquisition Department will contact you directly, should you be selected to advance in our recruitment process.
